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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Missing Customer Servi...
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Suggested Answer

Missing Customer Service Hub App in Production Environment

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Posted on by CU11030747-0 2

Hi Team,

I am facing an issue in my Dynamics 365 environment and would appreciate an urgent response.

 Issue Description:

The Customer Service Hub app is not available/missing in my Production environment.

Environment Details:

  • Environment Type: Production
  • License: Dynamics 365 Customer Service Premium & D365 Contact center 

Current Observation:

Only the following apps are visible:

  • Copilot Service admin center
  • Copilot Service workspace

The Customer Service Hub app is not listed under apps.

Questions:

  1. How can I enable the Customer Service Hub app in a Production environment?
  2. Is this related to:
    • App not being installed?
    • App being deprecated/replaced by newer apps (Copilot Service workspace)?
    • Licensing or provisioning changes after environment conversion?
 
Thanks in advance!
Customer_Service_App_Missing.png
Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • Suggested answer
    11manish Profile Picture
    11manish 962 on at
    This behavior is expected in many newer Dynamics 365 Customer Service Premium + Contact Center environments and is usually related to app provisioning and
     
    Microsoft's transition toward Copilot Service Workspace rather than a licensing issue.

    Since you already have:
    • Customer Service Premium license
    • Contact Center license
    this is unlikely to be a licensing issue. I would first check the Dynamics 365 Apps installation page and installed solutions to determine whether the Customer
     
    Service Hub application is simply missing or whether the environment provisioning itself needs to be repaired or reinstalled.
  • Suggested answer
    KristineRisberg Profile Picture
    KristineRisberg 38 on at
    Hi, 

    Customer Service Hub is no longer being offered and has been replaced by Copilot Service (workspace + admin center). As of July 12, 2024, new customers can only deploy Copilot Service workspace in their enterprise environments. You can read more on this at     Customer Service Hub app removal and migration FAQ | Microsoft Learn 

    Kristine
  • Suggested answer
    ManoVerse Profile Picture
    ManoVerse 1,281 Super User 2026 Season 1 on at

    Microsoft Announcement :

    Customer Service Hub app is removed for new organizations with Enterprise licenses

    Effective February 2025, the Customer Service Hub app is no longer available for all new organizations with Enterprise licenses. We continue to support the application for all existing organizations and new customers with license types other than Enterprise (for example, Customer Service Professional licenses). We recommend that existing customers migrate to Copilot Service workspace. Learn more in Migrate to Copilot Service workspace from removed or deprecated apps. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/migrate-to-csw

    https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/faq-csh-removal

    just to reply your questions :

    How can i enabled it ?
    No, it cannot be enabled if it was not already provisioned earlier.
    Is it an installation issue?
    No, the app is not missing, it is simply not included anymore.
    Is it deprecated/replaced?
    Yes, it is being replaced by Copilot Service workspace and newer apps.
    Is it due to licensing or environment conversion?
    Yes, this behavior is due to new licensing and provisioning changes.
     
    Read this as well if you had this app earlier :

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